Account Manager - Labor
Express Scripts (Philadelphia, Pennsylvania)

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The Account Manager in Account Management Services is responsible for core service delivery to clients assigned.  The primary focus for the position is executing client-specific operational deliverables, monitoring service trends providing proactive service related consultation and owning issue resolution.  The Account Manager is the day-to-day client contact for the client and is accountable for all operational deliverables.  The primary measure of the Account Manager’s performance is by way of client satisfaction and client retention results.

ESSENTIAL FUNCTIONS

1.

Accountable for the core service delivery to desk of clients, serving as primary day-to-day contact; maintains ownership for the execution of all client-specific service/operational deliverables, ensuring operational excellence and set-up quality through coordination with operational departments, such as Client & Benefit Administration (CBA), Eligibility, Participant Materials, Information Technology, Client Contracting, Underwriting, Finance, Clinical Operations, Claim Operations, Network Contracting & Operations, Home Delivery, Patient Care Contact Center, and Client Support Center; adheres to corporate Policies and Procedures and maintains accountability for compliance to contribute to non-qualified responses on the SAS70.

2.

Proactively monitor and identify service trends for desk of client to allow for immediate resolution of any service issues; collaborate and take immediate action to resolve operational/service-related issues; escalate issues when appropriate and drive recovery efforts.

 

3.

Analyze and present operational performance metrics customized for each client, provide consultative recommendations regarding opportunity or enhancement to client service model, present to client via phone or on-site at client.

 

4.

Serve as the voice of the client within Express Scripts to drive continuous service improvement.

 

5.

Support sales process finalist or renewal presentations through presenting the role and value of the Account Manager.

 

QUALIFICATIONS

College degree in business or equivalent years of experience (4 years of experience in a business to business service relationship)2 – 3 years work experience (in a business to business service relationship)Knowledge of the healthcare and PBM industry preferredStrong focus on book of business client satisfaction and client retention resultsDemonstrated ability managing projects, utilizing proven project management processesStrong analytical and problem-solving skillsAbility to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgencyDemonstrated ability to effectively communicate both verbally and in writingProven ability to conduct effective presentationsStrong MicroSoft Office skillsOccasional travel is required

Express Scripts is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status or membership in any other legally protected class.  None of the questions in our application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based up non-job related information or protected characteristics